Senior Manager, Customer Service - Escalations

Fanatics•New York, NY

8d•$138,000 - $175,000•Hybrid

About The Position

We are seeking a highly skilled and experienced Senior Manager, Customer Experience to lead three critical global work streams: Social Media & Executive Escalations, Fraud/Concession Abuse Detection & Prevention, and VIP Support for High-End Collectors. This leader will oversee a growing team of ~10+ Senior CS Escalations Associates and drive world-class support experiences for Fanatics Collectibles. This role requires exceptional leadership, strong operational acumen, and the ability to influence globally across Ops, Tech, Fraud, Product, Athlete Relations, and high-value customer programs. The ideal candidate brings deep customer experience expertise, thrives in fast-moving environments, and can build scalable processes for emerging workstreams.

Requirements

Bachelor’s degree in business, operations, management, or related field (or equivalent experience).
7–10+ years of progressive CX, escalations, or operations leadership experience, ideally in a complex, multi-channel customer support environment.
Experience managing high-performing teams and scaling new programs.
Strong understanding of customer experience operations, risk/fraud prevention, and high-end/VIP support models.
Excellent communication and stakeholder management skills, including executive and cross-functional alignment.
Analytical mindset with ability to interpret data, identify trends, and drive process improvement.
Proficiency with CRM systems (preferably Genesys or Kustomer), fraud tools, social monitoring platforms (Sprinklr), and escalations technology environments.
Ability to navigate ambiguity, shifting priorities, and high-pressure escalations with sound judgment.
A customer-first mindset with a track record of delivering exceptional experiences.

Responsibilities

Lead the global escalation function across social platforms and executive channels, ensuring rapid, accurate, and brand-aligned resolution for high-visibility cases.
Expand coverage to support NBA, NFL, and international markets (TEL/EMEA/APAC).
Oversee response strategy, tone, risk mitigation, and cross-functional communication for sensitive issues.
Serve as point of contact for C-level executives, Legal, PR, Athlete Relations, and Brand on high-impact cases.
Maintain strong relationships with high-profile collectors, influencers, and partners.
Build and oversee a new global fraud and concession abuse prevention program, including policies, tooling, detection models, and investigative processes.
Partner with Digital/e-Comm, Collect, Live, Payments/Fraud, and Risk teams to build end-to-end prevention workflows.
Develop frameworks for detecting chargebacks, concession abuse, excessive claims, and cross-platform behavior anomalies.
Produce reporting and root-cause insights for Ops, Tech, and Leadership to strengthen controls.
Stand up a concierge-level support model for collectors spending $250K+ annually across the Fanatics Collectibles ecosystem.
Partner closely with Collector Relations team and the High-End/Portfolio Management team to deliver proactive, white-glove experiences.
Build specialized SLAs, personalized routing, case ownership models, and priority workflows for top-tier collectors.
Develop strong relationships with VIP collectors to support retention and long-term loyalty.
Lead, coach, and develop a high-performing team of Senior Collector Support Associates.
Establish clear goals, KPIs, dashboards, and escalation processes across all three workstreams.
Collaborate with CS leadership to align strategies with broader org goals.
Oversee quality & training expectations for the escalations team and partner with CX Training/QA to scale processes.
Handle the most complex or sensitive escalated cases directly when required.
Partner with Product, Ops, Live, Collect, Digital/e-Comm, Platform, PR, Legal, Athlete Relations, and external vendors as needed.
Influence roadmap priorities for fraud tooling, escalation workflows, and VIP servicing.
Oversee the implementation and optimization of customer service technologies, automation, and CRM tools.
Represent CX in high-priority business initiatives across the Collectibles ecosystem.
Monitor KPIs across escalations, fraud prevention, and VIP workstreams.
Identify trends and areas for improvement, providing proactive insights to senior leadership.
Develop scalable workflows and documentation to support global growth and new product lines.
Stay current on industry best practices, fraud trends, escalation management, and collector community dynamics.